Prima Software has announced that Halesowen-based dealer Sovereign Office Supplies has successfully launched its new PrimaGO ecommerce webstore, marking a major step forward in the company’s digital customer experience

The new platform’s design and user experience have been shaped in partnership with creative design specialists Arcane Creative, combining a fully modernised website design with deep back-office integration. The result is an online store that combines cutting-edge design with real operational value, functioning as a true customer service portal and giving customers real-time access to account information and order activity.

James McKeever, Group Sales Director, said: “Sovereign selected Prima following careful evaluation, as its strategic direction, capability and scalability align seamlessly with the Company’s long-term roadmap and growth ambitions. The platform’s look and feel reflects the professional, modern and customer-focused identity that Sovereign continues to build, ensuring consistency across both brand and user experience. Crucially, Prima’s commitment to collaborative development and the strength of the working relationship established gave Sovereign complete confidence that it was the only partner capable of supporting our next phase of evolution.”

Prior to PrimaGO, the business faced a number of challenges that are common across the independent dealer channel. The previous webstore offered limited control over design and layout, making even simple updates slow and costly to implement. Promotional banners and visual changes required external intervention, and turnaround times meant the website often lagged behind marketing activity. More importantly, the integration between the website and back-office system was limited, meaning customers still relied heavily on contacting staff for invoices, orders, and product information.

“We chose to make the move to future-proof our systems and remove the limitations that were restricting our next stage of growth. Prima provides the agility, technical strength and partnership approach required to support Sovereign’s continued evolution and strategic expansion.” James added.

With PrimaGO, the website now functions as an extension of the customer service department. Customers can log in at any time to view invoices, access account history, accept or reject quotations, and track deliveries. Proof-of-delivery documentation and real-time notifications are also available online, reducing the need for email requests and phone calls while improving transparency.

Although PrimaGO is delivered as an out-of-the-box ecommerce platform, it also allows dealers to customise the entire user interface using CSS styling. Sovereign chose to take full advantage of this flexibility to create a website that reflects its brand and service proposition rather than a standard template.

To support dealers looking to enhance their web presence, Prima introduced Sovereign to Alex Induchny and Arcane Creative, a specialist digital agency with more than 15 years’ experience in the office products sector. Working in partnership with Prima, the team collaborated closely with Sovereign to design and implement a modern user experience, focused on usability, speed and the expectations of today’s B2B buyers.

Alex Induchny commented: “The landscape is changing faster than ever, with buyers expecting a stronger, quicker and more complete B2B / B2C experience online. That’s changed how we work too. Rather than simply launching websites, we now work closely with a number of clients to continually improve and evolve their digital presence month to month to ensure they stay ahead of the curve. Our ongoing work with ambitious dealers like Sovereign reflects that approach, as we will be supporting their PrimaGO site long after initial launch.

PrimaGO is quickly becoming one of the leading choices for ecommerce in the OP sector, and we’re delighted to be able to deliver the high level of service our clients have come to expect on a new platform. We see Prima as an important partner and look forward to continuing a long and successful relationship, helping more customers create great online experiences and grow online.”

Arcane Creative has also collaborated with Prima Software on the visual design of its new CRM platform, Prima ENGAGE, and now offers a bespoke webstore design service for Prima customers looking to differentiate their online presence while retaining full system integration.

Since going live, Sovereign reports a strong response from customers, particularly regarding the ease of use and the professional appearance of the site. The platform also connects directly with the dealer’s wider Prima system, which includes Prima ERP, Prima VANTAGE reporting and the Prima APP digital proof-of-delivery solution. Delivery confirmations, images and invoices now appear automatically within the customer’s online account, providing immediate visibility and reducing internal administrative workload.

James added: “Prima has enabled us to enhance the user experience while delivering measurable efficiencies across the business, positioning Sovereign strongly for the future”

More than 180 dealers now use PrimaGO as their ecommerce platform, and the addition of Arcane Creative as a design partner gives those businesses the option of combining enterprise-level functionality with a fully bespoke website experience.